OE Certification: Are You Ready?
Today, you do not need to be certified to get vehicles to your door. But you will eventually.
What Body Shops Can Learn from My Bad Day at the Bridal Shop
My awful experience at a bridal shop can teach us a lot of lessons about customer service in the body shop.
4 Strategies for a Successful Business
Shops looking to grow and thrive need to connect with customers, not just for their next collision repair but also to become the business they, their family and friends see as the one they trust above all others.
How to Re-sell on Delivery
A thoughtful re-sell on the repair is the perfect opportunity to tell Mrs. Smith what you did to make her vehicle whole. By setting her expectations in the office and explaining the repairs in a proud and positive manner at the car door, the shop can increase her initial satisfaction by as much as 40%.
A Fresh Look at Lean Manufacturing
Where are collision repair facilities in their never-ending journey to lean manufacturing?
When Apple Speaks…
The Apple Store has a standard operating procedure for handling a customer when they come in. Do you?
Business Lessons from Chick-fil-A
I cannot express enough my fascination and admiration for the Chick-fil-A drive-thru. And I think there are things that all businesses can learn from it.
How to Raise the Bar on Sales
How do you set the bar for high performance at your automotive business? Here are six essential elements.
Customer Service at Your Auto Body Shop: Treat the Person Coming Through the Door Like They Matter
I don’t care how many DRP certificates your shop currently has, if you don’t treat the next person through the door like they matter, they’ll not only assign their repair to some other shop, they’ll tell all their friends and co-workers about the jerks at your shop.
Healthy Curiosity: Clinging to the Old Ways of Doing Things Could Be Detrimental to Your Shop’s Growth
Curiosity is a key element in the evolution of both people and businesses. Often, however, the structures we surround ourselves with don’t lend themselves to exploring new ideas or new ways of doing things.
Keep Those Customers Coming Back!
I recently shepherded two far-flung friends through having their vehicles repaired after non-injury collisions, and I’m sad to report that their experiences will not lead them to recommend their body shops to others.
How to Deal with Unreasonable Customers
How do you politely tell the customer to take a hike? Is it even possible to do so?
